Upon receiving your email, we will reply (with a human response) as soon as possible, and it should not take more than 12 hours. If you still haven't received our email after 12 hours, we suggest you:

1. Check that you have sent your message to the correct address (info@sheniva.com) and that your inbox can receive emails.
2. Check your spam/junk mail folder, as our email may be there.
3. Add our email address to your whitelist.
4. We are also available on social media: Instagram: @shenivauk

You will receive a shipping confirmation email as soon as your order has been dispatched. You can click on the tracking link in the email to view the updated status of your parcel.

Or click here to track your shipment status.

You can also email us at info@sheniva.com for information about your order.

Please email us at info@sheniva.com as soon as the order is placed, and our customer service team will attempt to make the changes before the order is packed for shipment. Please note that this is not always possible. Once the items have been shipped, we are sorry but we can no longer cancel or make changes to the order.

The final total of your order includes all charges — no additional fees will be billed to you afterwards. There are no charges upon delivery, and you will never be asked to pay customs duties or additional fees before or after the arrival of your parcel. If you receive any external requests suggesting that you need to pay customs duties separately for your Sebace order, please be assured that they are fraudulent. Do not hesitate to contact us at any time for verification.

Step 1. Add the desired item and quantity to your cart.
Step 2. Click on the cart icon.
Step 3. Review your order and click on Confirm Order.
Step 4. Log in or sign up.
Step 5. Confirm your delivery information and payment method, then complete the payment.

Our size guide is a general recommendation to help you choose the size that seems most suitable, but keep in mind that some pieces may fit differently depending on their style, such as oversized sweatshirts and T-shirts, which run larger than the general recommendations. If you have any questions regarding specific measurements, please do not hesitate to contact us so that we can ensure you are satisfied with your choice.

Tracking updates may be delayed when the parcel is:

1. In long-distance international shipping — tracking information updates typically take between 30% and 70% of the estimated delivery time.
2. Going through local customs clearance.
3. At the postal sorting centre.
4. Delayed by uncontrollable factors, such as bad weather, postal delays, pandemic-related shipping restrictions, etc.

Please be assured that a delay in your order's tracking update does not generally affect its delivery time. If the tracking remains stuck for more than 4 days, please contact us.

Please check the delivery address shown on your confirmation email, in case of a delivery error. If the address is correct, we invite you to contact the carrier first, as this is the most effective way to locate your parcel and arrange a redelivery.

Here are some steps and suggestions to resolve this issue:

• Check that the delivery address on your order is correct.
• Check your letterbox or ask your neighbours if they have received the parcel on your behalf.
• Wait 48 hours. In rare cases, parcels can be marked as delivered up to 48 hours before they actually arrive.
• If you still have not received the item within 4 business days, please contact us.

In principle, once your items have been delivered, we are not responsible if they are stolen, lost or damaged. If your tracking number indicates that your parcel has been delivered but you have not received it, please wait an additional 1 to 3 days before contacting your local carrier for further information.

Commense is not responsible for delivery failures caused by customer negligence. Negligence includes, but is not limited to: refusal of shipment confirmation and incorrect recipient information (such as the delivery address, contact number or recipient name). In this case, we are unable to process a refund.

We accept Visa, MasterCard, American Express, Maestro, Discover, JCB, Diners Club, Apple Pay.

Please note that only one code can be applied per order at checkout. This can be either a discount of the "xx% / xx£ off" type, or a store credit. You can save the other code for a future purchase. Use is also subject to the general terms and conditions of the discount code.

You have a maximum period of 60 days from the date of receipt of all items from the same order to submit a return request.

- Step 1: Submit a return request.
Go here to log in to your account, select the relevant order, tick the items you wish to return, then submit a return request. Once the request has been sent, our team will get back to you within 12 hours.

- Step 2: Pack and send back your items.
We will send you instructions on how and where to send your items if your return is accepted.

- Step 3: Refund.
We will process your refund within 7 business days upon receipt of your return, and refunds will be made to the original payment method. You will receive a confirmation email once the refund has been finalised. Remember to keep the carrier's return receipt until your refund has been processed.

If you are unable to submit the request, please contact us at info@sheniva.com, specifying the order and item details. In case of a quality issue, please provide photos of the defective parts of the items to be returned.

We can provide a prepaid return label to customers in the United Kingdom. Please note that return costs are the responsibility of the customer, unless the original products are defective.

Please contact us as soon as possible. Send us an email with your order number, detailed information, and provide photos of the issue if necessary.

Unfortunately, we do not offer exchanges at the moment, but you can place a new order and initiate a return. Your refund will be processed upon receipt of the returned parcel.

We will process your refund within 7 business days upon receipt of your return, and refunds will be made to the original payment method. You will receive a confirmation email once the return has been finalised.

1. We accept returns in their original condition within 60 days of delivery, with the exception of products labelled as non-returnable on the website.
2. All returned items must be unworn, unwashed and in their original condition, with tags and hygiene protection still attached.
3. Matching sets cannot be returned separately.
4. If your order was paid entirely with store credit, please note that all items will be considered as final sale and will not be eligible for return or refund.

Unfortunately, we do not accept items that have been worn, washed or damaged, or those whose original tags have been removed.